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<div class="article-main__category">Our Thinking</div>
<p class="article-main__date">December 3, 2020</p>
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<h1 class="article-main__title">What you should and (probably) shouldn’t try from SRE</h1>
<div class="article-main__content ">
<p><span style="font-weight: 400;">We &#8211; Steve Smith and Ali Asad Lotia &#8211; are the Heads of Operability at Equal Experts (EE). We&#8217;d like to set out EE&#8217;s position on </span><a href="https://landing.google.com/sre/"><span style="font-weight: 400;">Site Reliability Engineering (SRE)</span></a><span style="font-weight: 400;">. </span></p>
<p><span style="font-weight: 400;">We’ll recommend the bits you should try in your organisation, mention some bits you (probably) shouldn’t try, and explain how SRE is linked to operability.  </span></p>
<p><span style="font-weight: 400;">If you’re in a rush, the EE position on SRE is:</span></p>
<ul>
<li><b>Try </b><span style="font-weight: 400;">availability targets, request success rate measurements, Four Golden Signals, SLIs, and SLOs.</span></li>
<li><b>Maybe try</b><span style="font-weight: 400;"> an SRE advocacy team.</span></li>
<li><b>Don’t try </b><span style="font-weight: 400;">error budgets or an SRE on-call team.</span></li>
</ul>
<p><span style="font-weight: 400;">And regardless of SRE, </span><b>do try</b><span style="font-weight: 400;"> putting your delivery teams on call. This is better known as </span><a href="https://www.stevesmith.tech/blog/you-build-it-you-run-it/"><span style="font-weight: 400;">You Build It You Run It</span></a><span style="font-weight: 400;">. </span></p>
<h2>Introduction</h2>
<p><span style="font-weight: 400;">In 2004, Ben Treynors Sloss started an initiative within Google to improve the reliability of their distributed services. He advocated for reliability as a software feature, with developers automating tasks traditionally owned by operations teams. The initiative was called SRE, and it’s become widely known in recent years. </span></p>
<p><span style="font-weight: 400;">In </span><a href="https://landing.google.com/sre/sre-book/chapters/introduction/"><i><span style="font-weight: 400;">Site Reliability Engineering</span></i></a><span style="font-weight: 400;"> by Betsey Byers </span><i><span style="font-weight: 400;">et al</span></i><span style="font-weight: 400;">, the authors set the scene for SRE by answering “why can’t I have 100% reliability?:”</span></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">100% can’t happen, because your user experience is always limited by your device (your wifi or 4G connection isn’t 100% reliable).</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">100% shouldn’t be attempted, because maximising availability limits your speed of feature delivery, and increases operational costs.</span></li>
</ul>
<p><span style="font-weight: 400;">In </span><a href="https://landing.google.com/sre/workbook/toc/"><i><span style="font-weight: 400;">The Site Reliability Workbook</span></i></a><span style="font-weight: 400;"> by Betsey Byers </span><i><span style="font-weight: 400;">et al</span></i><span style="font-weight: 400;">, Andrew Clay Shafer talks about reliability at scale, and says, ‘I know DevOps when I see it and I see SRE at Google, in theory and practice, as one of the most advanced implementations&#8217;.</span></p>
<p><span style="font-weight: 400;">Back in 2017, our CEO Thomas Granier explained why </span><a href="https://www.equalexperts.com/blog/our-thinking/devops-conversation-starter/"><span style="font-weight: 400;">DevOps is just a conversation starter</span></a><span style="font-weight: 400;"> at EE. We both believe SRE is a conversation starter as well. It’s an overloaded concept. Phrases such as “SRE practice” and “SRE team” can be really confusing. Within EE, those terms have been clarified to reduce confusion.</span></p>
<p><span style="font-weight: 400;"> <picture decoding="async" class="aligncenter wp-image-8534 size-full">
<source type="image/webp" data-lazy-srcset="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-terms.png.webp 751w, https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-terms-300x114.png.webp 300w" sizes="(max-width: 751px) 100vw, 751px"/>
<img decoding="async" src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20751%20285'%3E%3C/svg%3E" alt="" width="751" height="285" data-lazy-srcset="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-terms.png 751w, https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-terms-300x114.png 300w" data-lazy-sizes="(max-width: 751px) 100vw, 751px" data-lazy-src="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-terms.png"/><noscript><img decoding="async" src="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-terms.png" alt="" width="751" height="285" srcset="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-terms.png 751w, https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-terms-300x114.png 300w" sizes="(max-width: 751px) 100vw, 751px"/></noscript>
</picture>
</span><b></b></p>
<h2>The bits of SRE you should try</h2>
<p><span style="font-weight: 400;">Based on our experiences, both of us recommend you try these SRE practices:</span></p>
<ul>
<li style="font-weight: 400;"><i><span style="font-weight: 400;">Availability targets</span></i><span style="font-weight: 400;">. Calculate an availability level on downtime cost, downtime tolerance, and engineering time, to set clear expectations of availability. </span></li>
<li style="font-weight: 400;"><i><span style="font-weight: 400;">Four Golden Signals</span></i><span style="font-weight: 400;">. Focus dashboards on throughput, error rate, latency, and saturation, so operating conditions are easier to understand.</span></li>
<li style="font-weight: 400;"><i><span style="font-weight: 400;">Service Level Indicators (SLIs)</span></i><span style="font-weight: 400;">. Visualise targets for availability, latency, etc. on dashboards, so operational tolerances can be watched.</span></li>
<li style="font-weight: 400;"><i><span style="font-weight: 400;">Service Level Objectives (SLOs)</span></i><span style="font-weight: 400;">. Implement targets for availability, latency etc. as production alerts, so abnormal conditions are easily identified. </span></li>
</ul>
<p><span style="font-weight: 400;">Don’t try them all at once! Run some small experiments, collect some feedback, and then adjust your approach. Availability targets are a good starting point, and </span><i><span style="font-weight: 400;">Site Reliability Engineering </span></i><span style="font-weight: 400;">lays out an excellent approach. </span></p>
<p><span style="font-weight: 400;">An availability target is chosen by a product manager, from a set of availability levels. First, a product manager estimates their downtime cost, based on the revenue and reputational damage of downtime. That cost is then matched to a balance between maximum tolerable downtime and required engineering time. </span></p>
<p><span style="font-weight: 400;"><picture decoding="async" class="aligncenter wp-image-8535 size-full">
<source type="image/webp" data-lazy-srcset="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-availability.png.webp 755w, https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-availability-300x129.png.webp 300w" sizes="(max-width: 755px) 100vw, 755px"/>
<img decoding="async" src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20755%20324'%3E%3C/svg%3E" alt="" width="755" height="324" data-lazy-srcset="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-availability.png 755w, https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-availability-300x129.png 300w" data-lazy-sizes="(max-width: 755px) 100vw, 755px" data-lazy-src="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-availability.png"/><noscript><img decoding="async" src="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-availability.png" alt="" width="755" height="324" srcset="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-availability.png 755w, https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-availability-300x129.png 300w" sizes="(max-width: 755px) 100vw, 755px"/></noscript>
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</span><span style="font-weight: 400;"> </span></p>
<p><span style="font-weight: 400;">Engineering time stems from a valuable insight from Betsey Byers </span><i><span style="font-weight: 400;">et al</span></i><span style="font-weight: 400;">: </span></p>
<blockquote><p><span style="font-weight: 400;">‘Each additional nine corresponds to an order of magnitude improvement toward 100% availability’</span></p></blockquote>
<p><span style="font-weight: 400;">This is a powerful heuristic you can use to reason about availability targets. Like all heuristics, it’s enough for a short-term approximation that won’t be perfect. Engineering effort will always vary by service complexity. </span></p>
<p><span style="font-weight: 400;">For example, a delivery team owns a service with synchronous dependency calls. They spend three days on operational features, to harden the service until it reaches 99.0% availability. For the exact same team and exact same service, it would take up to 30 days to reach 99.9%, maybe by adding blue-green deployments and caching dependency calls. It would take 300 days for 99.99%, perhaps by reengineering dependency calls to be asynchronous and replacing the service runtime. The product manager would have to balance availability needs against three days, one month, or nine months of effort.</span></p>
<h2>The bits of SRE you shouldn’t try</h2>
<p><span style="font-weight: 400;">EE consultants strive to advise organisations on what </span><i><span style="font-weight: 400;">not</span></i><span style="font-weight: 400;"> to try, as well as what to try. We both believe you should (probably) skip these SRE practices:</span></p>
<ol>
<li style="font-weight: 400;"><i><span style="font-weight: 400;">Error budgets</span></i><span style="font-weight: 400;">. Turning tolerable downtime into a budget for deployments, and halting deployments for remediation work if too many errors occur.</span></li>
<li style="font-weight: 400;"><i><span style="font-weight: 400;">SRE on-call team</span></i><span style="font-weight: 400;">. Using a central delivery team of SRE developers to support services with critical traffic levels via error budgets, while other services have delivery teams on call. </span></li>
</ol>
<p><span style="font-weight: 400;">These aren’t bad ideas. They&#8217;re expensive ideas. They require cultural and technology changes that take at least an order of magnitude longer than other SRE practices. We’d only consider an SRE on-call team over You Build It You Run It if an organisation had services with an ultra high downtime cost, relative to its other services. Then a 99.99% availability target and up to 100</span><i><span style="font-weight: 400;">x</span></i><span style="font-weight: 400;"> more engineering time might be justifiable. </span></p>
<p><span style="font-weight: 400;">We&#8217;ve used the above availability table, in private and public sector organisations. We&#8217;ve asked product managers to choose availability levels based on downtime costs, their personal tolerances for downtime, and engineering time. We&#8217;ve not seen a product manager choose more than 99.9% availability and 10</span><i><span style="font-weight: 400;">x</span></i><span style="font-weight: 400;"> engineering time. None of them anticipated a downtime cost that warranted 99.99% availability and up to 100</span><i><span style="font-weight: 400;">x </span></i><span style="font-weight: 400;">more engineering time. </span></p>
<blockquote><p><i><span style="font-weight: 400;">EE doesn&#8217;t recommend an SRE on-call team, because it&#8217;s simpler and more cost effective to put delivery teams on call. </span></i></p></blockquote>
<p><span style="font-weight: 400;">There&#8217;s a common misconception you can rebadge an existing operations team as an SRE on-call team, or an SRE advocacy team. Both of us have repeatedly advised organisations against this. Aside from the expensive cultural and technology challenges linked to both types of SRE team, adopting SRE principles requires software engineering skills in infrastructure and service management. That expertise is usually absent in operations teams. </span></p>
<p><span style="font-weight: 400;">For a given service, we both believe these are valid production support options:</span></p>
<p><span style="font-weight: 400;"><picture decoding="async" class="aligncenter wp-image-8536 size-full">
<source type="image/webp" data-lazy-srcset="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-options.png.webp 764w, https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-options-300x174.png.webp 300w" sizes="(max-width: 764px) 100vw, 764px"/>
<img decoding="async" src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20764%20442'%3E%3C/svg%3E" alt="" width="764" height="442" data-lazy-srcset="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-options.png 764w, https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-options-300x174.png 300w" data-lazy-sizes="(max-width: 764px) 100vw, 764px" data-lazy-src="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-options.png"/><noscript><img decoding="async" src="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-options.png" alt="" width="764" height="442" srcset="https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-options.png 764w, https://www.equalexperts.com/wp-content/uploads/2020/12/SRE-blog-table-options-300x174.png 300w" sizes="(max-width: 764px) 100vw, 764px"/></noscript>
</picture>
</span></p>
<h2>It’s all about operability</h2>
<p><span style="font-weight: 400;">In 2017, our colleague Dan Mitchell talked about </span><a href="https://www.equalexperts.com/blog/our-thinking/value-operability/"><span style="font-weight: 400;">operability as the value-add inside DevOps</span></a><span style="font-weight: 400;">. Dan described operability as ‘the operational requirements we deliver to ensure our software runs in production as desired”. He mentioned techniques such as automated infrastructure, telemetry, deployment health, on-call delivery teams, and post-incident reviews.</span></p>
<p><span style="font-weight: 400;">Operability is a key enabler of Continuous Delivery. Continuous Delivery is about improving your time to market. A super-fast deployment pipeline won’t be much help if your production services can’t be operated safely and reliably. EE helps organisations to build operability into services, to increase their availability and their ability to cope with failures.</span></p>
<blockquote><p><i><span style="font-weight: 400;">Operability is the value-add inside SRE.</span></i></p></blockquote>
<p><span style="font-weight: 400;">The SRE practice of availability targets is an effective way for an organisation to genuinely understand its availability needs and downtime tolerances. Common definitions of availability and downtime need to be established, and a recognition that planned downtime is outside of downtime tolerances. This may impact the architecture of different services, as well as patching and upgrade processes.</span></p>
<p><span style="font-weight: 400;">Four Golden Signals, SLIs, and SLOs are a great way to improve your ability to cope with failures. Per-service dashboards tied to well-understood characteristics, and per-service alerts tied to availability targets can provide actionable, timely data on abnormal operating conditions. </span></p>
<p><span style="font-weight: 400;">For example, Steve recently worked with an enterprise organisation to introduce availability targets, SLO alerts, and You Build It You Run It to their 30 delivery teams and £2B revenue website. In the first year, this was 14x cheaper on support costs, 3x faster on incident response time, and 4x more effective on revenue protection. SRE was hardly mentioned.</span></p>
<p><span style="font-weight: 400;">If your organisation has a few delivery teams, we’d expect them to adopt operability practices for themselves. If you have delivery teams at scale, you might consider an SRE advocacy team, as Jennifer Strejevitch describes in </span><a href="https://medium.com/condenastengineering/1-year-of-sre-760e94e665cf"><span style="font-weight: 400;">how to be effective as a small SRE practice</span></a><span style="font-weight: 400;">. We’ve done something similar with Digital Platform Enablement teams, as described in our </span><a href="https://playbooks.equalexperts.com/digital-platform/practices/teams#expand-digital-platform-teams"><span style="font-weight: 400;">Digital Platform playbook</span></a><span style="font-weight: 400;">. </span></p>
<h2>Summary</h2>
<p><span style="font-weight: 400;">SRE is a real pick and mix. We believe some of its practices are really good. You should try them, to progress towards Continuous Delivery and operability. We also see some ideas that you (probably) shouldn’t try. </span></p>
<p><span style="font-weight: 400;">The EE position on SRE is:</span></p>
<ul>
<li><b>Do try </b><span style="font-weight: 400;">availability targets, request success rate measurements, Four Golden Signals, SLIs, and SLOs (and don’t call it SRE if you don’t want to).</span></li>
<li><b>Maybe try</b><span style="font-weight: 400;"> an SRE advocacy team (if you have delivery teams at scale).</span></li>
<li><b>Don’t try </b><span style="font-weight: 400;">error budgets or an SRE on-call team (unless you genuinely need 99.99% availability).</span></li>
</ul>
<p><span style="font-weight: 400;">And with or without SRE terminology:</span></p>
<ul>
<li><b>Do try</b><span style="font-weight: 400;"> putting your delivery teams on call, to increase service deployments and improve production reliability.</span></li>
</ul>
<p><span style="font-weight: 400;">If you’d like some advice on SRE, Continuous Delivery, or operability, get in touch using the form below and we’ll be delighted to help you.</span></p>
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